Work Force Management

Work Force Management

Use a user-friendly tool for scheduling working time of contact centre staff. Work Force Management system enables to vizualize time management and to dynamically change operator workload in case of any ongoing changes. This greatly simplifies supervisor's work and allows to avoid the mistakes to be made when scheduling their work.

Quickly and easily arrange a schedule

Operator and supervisor (the users with a certain level of access) are able to edit their schedule for a given period of time. A supervisor instantly sees the preferred schedule arranged by the operator, and is entitled to approve it or introduce necessary changes.

Fig. Editing a schedule.

Review statistics on scheduled changes

A corresponding statistical report (i.e. WFM SL) shows a scheduled number of operators due to be at their workstations over the certain periods of time, and the total number of man-hours performed by operators per day.

Fig. Statistics on WFM (SL).

Information on the total amount of time spent in certain status allows to analyze the number of hours worked by operators.